Complaints

This profile includes complaints for JEA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JEA

  225 N Pearl St Jacksonville, FL 32202-4513

• 

  JEA

  7628 103rd St Jacksonville, FL 32210

• 

  JEA

  11104 BEACH BLVD. JACKSONVILLE, FL 32246

• 

  JEA

  1108 Dunn Ave Jacksonville, FL 32218

• 

  JEA

  5258 Norwood Ave Ste 15 Jacksonville, FL 32208

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My way JEA is scamming people. I have reviewed my bill and there are random miscellaneous charges of 5 to 20 dollars. I have not been disconnected, the meters all read the same numbers for consecutive days, yet randomly there will be a high miscellaneous charge for 1 day out of the month. I recently made a payment and they took the whole payment as a miscellaneous charge. Again, I was not disconnected nor does the bill read higher than any other days. This made me go into my history of payments to see how many times they've done this. And there are several times I've been charged a randomly high miscellaneous charge. The miscellaneous charge is usually .53 to .58 cent.

  Customer Answer

  Date: 05/12/2025

  They are calling it a reconciliation fee. Yet I have never since 2019 had this charge be more than 3 dollars, nor is there a reconciliation fee every month, it's random throughout 4 years there are random miscellaneous charges. They are calling reconciliation fees but it makes no sense because wouldn't that be a monthly occurrence? They are stealing from people and calling it reconciliation. I have never since 2019 had this type of high charge as a miscellaneous charge. Not one time now all of a sudden my bill is higher (because they went up in April) and I am having random "reconciliation" charges that can't be explained other than them saying reconciliation fee over and over. No one can tell me why this is the first time since 2019 my miscellaneous charges go from .58 cents to 14 dollars. All they can keep calling it it "reconciliation". So is this something new? I was also told there is taxes added to that fee yet there's also a charge for additional tax being taking out every day?!? ***** needs another energy company. Jea is doing this because they can, because we can't go anywhere else and they know it. 

  Business Response

  Date: 05/13/2025

  
  As with all of JEAs Customers, MyWay account holders pay for their consumption and the cost of service, which includes a Basic Monthly Charge, fees, and taxes. For more information about JEAs rates visit **********************************************************.
  After calculating usage,charges, and fees, MyWay Customers prepaid account balances are adjusted daily. Accounts may be adjusted monthly to reconcile the prepaid account balance with *********************** actual cost of service. Reconciliation occurs following the Customers monthly billing cycle. 
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against JEA regarding a $545 charge placed on my account on April 29, 2025. This charge, labeled as a residential deposit, includes a late fee added the same day the bill was issued, which is both unethical and suspicious. I have not added a new service, changed addresses, or closed my account—so there is no basis for this “deposit.” This appears to be a repeated attempt to exploit me, as I was previously forced to pay over $164.92 for a water bill, despite JEA admitting they could not prove why the amount was so high.
  
  On April 29, I was physically standing outside my home when a JEA vehicle passed. No one approached, no inspection was done, and yet I was billed again, just like before. This is a pattern of financial abuse. It appears JEA is engaging in insider fraud, charging customers unjustly and relying on fear of disconnection to extract payment. This is not a clerical error this is a deliberate act.
  
  I demand a full investigation by senior management and legal representatives. If this matter is not resolved immediately, I will escalate it to the Florida Public Service Commission, the state attorney general, and pursue legal action for consumer fraud and rights violations. I am also prepared to share my experience publicly to prevent this from happening to others.

  Business Response

  Date: 05/08/2025

  JEA has an internal credit score for each customer account. If
  the account receives infractions such as interruption of service or return
  payment, points are deducted from the internal credit score. Once the internal
  credit score falls below 750 points, a deposit is required on the account if a
  current deposit doesn’t exist. JEA only requires the deposit to be on file for
  12 moths giving that no additional infractions are received on the account.  Adjustment request has been submitted on
  the customer's behalf based on the Utility Field Technical comments from trouble
  ticket report leak on front faucet. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have moved from Jacksonville and have been trying to close my JEA account for the past three weeks effective 4/14/25. I have tried to do this and give them ample time to schedule it to close on that date. Repeatedly they tell me I have no online account associated with my old address. I have had an online account, username and sign in for the past decade. I literally am making my payments to JEA through that account. They keep telling me to sign up for a new account, I dont want a new account I am trying to close one and it tells me I need to pay a deposit like its a new service. I call and they refuse to help me or close my account and keep directing me to the online portal to register despite me telling them I am and giving my account information to them. Lady on the phone was very rude and condescending talking to me like Im an idiot and repeating herself. I am not paying for this utility at the address past 4/14/25 as the house will be sold and closed that date. This is absolutely ridiculous. So glad to be rid of this horrible utility company and its nasty unhelpful employees.

  Business Response

  Date: 03/27/2025

  Mr. ******** has 12 inactive JEA accounts. Mr. ******** is signing into a profile without active service. We have advised the active account number must be linked to the online profile to schedule the stop. We called and left a voicemail giving details on enrolling the account number or to have the ********************** account holder to contact us to schedule the stop over the phone. 

  Customer Answer

  Date: 03/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23124697

  I am rejecting this response because:

  We have only ever lived in two houses in Jacksonville and have never had 12 accounts with you. This is obviously a problem with your system, as ***** with IT that contacted us pointed out. She was the only person that actually understood there was a problem with your system and we have had the same online JEA account for over 10 years. She had to make a duplicate account to allow her to be able to close it. Fix your system instead of pointing the finger at your customers. If I dont have an online account with ********************** please tell me how I was able to make my payments online to this account for over a decade and I have always been able to see my usage and billing. Do better. Glad I am not in ************ anymore as your system and staff are subpar and unprofessional. Something so simple should not have been this much of a hassle, and then to point the finger at me like Im not tech savvy or dont know what I am experiencing? Get some training and figure out your online tool. Give ***** a raise while youre at it, she was knowledgeable and a great help and fixed the problem in less than 15 minutes. She acknowledged that your staff should have looked into the problem when I was plainly telling them what was going on. It should not have escalated this far. 

  Regards,

  ***** ********

  Business Response

  Date: 04/04/2025

  Our apologies for the effort put in to get this resolved.  We appreciate the feedback and will follow up to close the gaps to ensure this is not a problem going forward.  

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being charged for JEA faulty equipment. There equipment has not been working since February 4 2025 by what they told me and have been guessing amount of water usage I got charged for 6200 gallons of water on Feb 8 and again yesterday February 19 for 3500 gal of water. I live in a two bedroom one bathroom duplex and do not use that much water I have put over $150 on my account in 4 days. I have random days where they charge me $15-$19 for miscellaneous charge. Also now charging a debt recovery amount for disconnection when it's first day in the negative and they normally don't disconnect till second day. So my usage for one day went from little over $10 turned into over $17. The more I pay the more they take. I can never speak to a manager because they can't be found and I never get a call back.

  Business Response

  Date: 03/20/2025

  Spoke with ***** ******** and explained the 35% deferred amount is for consumption used but not billed because the meter was not reporting daily usage.  Once JEA received the usage from the meter read, the account was updated, and the charges were put in deferred for the amount to be paid 35% from each payment made.  JEA does this to assist the customer with not having to pay the amount in full. JEA is not able to remove the charges for consumption used however we can work with her on how it is paid. 
  
  Thank you,

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JEA MY WAY is the largest crooks in Jacksonville energy services. They have zero remorse over their customers. They just cut off my power for owing $10.80 and when calling them to work something out they have zero cares from the managers to the employees and everyone employed by them are extremely rude with zero empathy. I believe this is something that needs to change as they have real people with real needs and that are making payments weekly, daily & so on. *** is nothing like this. I had FPL living in other parts of ******* and the bill was always reasonable depending on the season. JEA my bill has been from $400-800 a month. Its so abusive and I just want the world to know.

  Business Response

  Date: 01/15/2025

  JEA MyWay is a self-service prepaid option for utility service.  Customers are required to maintain a credit balance to maintain service. 

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JEA complaint Two years ago we had solar panels put in. The work was not completed and the panels failed inspection. A new company inspected and corrected the issue. JEA has put a danger alert on our record with them so now we cant rent the house out or sell it Because of the alert thats on JEAs account in our address 2563 glory Trail Jacksonville FL32010 We found out in May 2024 that JEA had an alert on our account because we were trying to rent the house out to someone else because we couldnt sell it because the solar panels are not hooked up. JEA has refused to work with us on this issue there is no fire hazard to the failed inspection. And the failed inspection failure has been fixed and we are waiting on *************, which is just as bad as JEA to inspect the corrected field fixed inspection. We are gonna have to walk away from this house. We spent $50,000 for solar panels that dont work and we have a home that were gonna have to let go. JEA refuses to help us on this issue.

  Business Response

  Date: 01/09/2025

  I spoke with ***** ******* and discussed the Permit process. Once the permit fails, JEA cannot turn power on for a new customer without the active permits for Solar and Electrical work finalized. The Solar installation company went out of business, after he paid in full.  He reached out to a City of Jacksonville Inspector and was advised to get a new electrician to reinspect the work in order for the permits to be finalized. 
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged an “other” fee or miscellaneous fees by JEA starting around June of this year. These fees added up over $1000. My water was turned off more than once because i could not afford this large sum of money to pay this bill that they would not explain to me. Their Phones did not work. Their email would not go through. I had to borrow money from others to get my water turned on and i NEVER received any notice from JEA regarding my water being turned off beforehand or after. I was charged fees to turn on my water. Their services are like nothing I have ever experienced before and unfortunately they are the only water, sewage, electric company in my area. After months of working on receiving an explanation, I was told not to complain or dispute this bill or they could actually increase my bill(s)if they decided to after reviewing it. I was told my water meter was turned off from about 03/2023-09/2023 and this was back payment they calculated to charge me WITHOUT notice and also turn my water and electricity off when i could not afford this. Now i am told a deposit of over $600 will be added to my account because i lost points from an internal point tracking system done within the company. I explained to them over facebook messenger that this was because i could not afford their miscellaneous bills upfront that were sprung up on me without notice. Facebook messenger was the only way i could contact someone at one point.
  
  They are saying that I cannot get any help with this.
  
  Please tell me what I can do?

  Business Response

  Date: 11/14/2024

  Called *******
  ***** concerning the referenced complaint and deposit added to the account. The
  deposit is as a result of multiple disconnects impacting the customer’s
  internal credit score.  The customer was advised on JEA alert preferences
  to stay aware of the account status to prevent future disconnects. The customer
  she can also covert her account to JEA MyWay service to avoid having to pay the
  deposit while on our prepaid program.  Another option to assist with the
  deposit on the account is for the customer to contact United Way to explore
  assistance options.
  
  The water meter
  stopped measuring the consumption at the location and the bill was not
  including charges for water consumption for 9 months.  JEA has a policy
  for these circumstances.  We only rebill consumption for 3 months that
  were not billed.  The rebill is based on the customers previous
  consumption or the current consumption with the new meter. 

• Initial Complaint

  Date:10/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  Jacksonville Electric Authority
  ACCOUNT NUMBER: ******
  BAL. $1,405.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 10/28/2024

  The credit bureaus have already updated the account to paid in full in collection.  

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed required backflow preventer at business. The problem is jea only has one plumbing company that they give all the responsibility to for management of these backflow presenters, fire **********************. You have no control as a business owner, and there's not a second opinion. You can't go anywhere else. You have to use this one company, and I'm worried that they are just nickel and diming me with repairs to my brand new backflow preventer. How can it pass one month and 30 days later, It's failed and they wanna charge me four hundred dollars to fix it, but it's a brand new backflow preventer.. This is a vacant warehouse that's just sitting there.. But as a business owner, I can't do anything about it. I have to use this one authorized vendor, I can't shop around, I can't hire somebody that's independent... Just seems like a monopoly, or it's violating some kind of antitrust law...

  Business Response

  Date: 10/30/2024

  Customers are free to use any certified plumber they choose for backflow preventer installation. Additionally, there is no penalty for using another company for installation.
  Customers are not required to use *********************** for the initial test of a newly installed backflow preventer. Additionally, there is no penalty for using another company for this test.
  Commercial water customers are free to use any backflow preventer testing company they wish, for annual testing, provided they are a JEA Cross Connection Control Qualified Vendor. There is a list of ***** of these vendors on **************************.
  Customers are free to use any properly certified vendor they choose for repairs and/or second opinions.
  If a backflow preventer is placed in enforcement for failure to test, JEA will send *********************** to test the assembly. If the assembly fails the enforcement test, *********************** may leave a quote for repair of the assembly.
  A customer placed under enforcement may use any testing company they want to conduct this test, provided the customer contacts ********************** Cross connection control within ten days of receipt of the enforcement notice.
  The customer is under no obligation to use *********************** for the repairs. Additionally, there is no penalty for using another company for repair.

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've submitted all materials via email to *** at ********************** on 7/17/2024. Then followed up for many times. There is no response.

  Customer Answer

  Date: 09/25/2024

  I have more attachments, which were sent to the JEA, but couldn't attach them all here as it's limited to 5.

  Basically, during the drought of June, my sprinklers wouldn't pop up no matter what time of the day that I tried. It's because of very low water pressure. I had two of my lawn service companies to take a look and they all agreed. And a broadcast email from JEA and a call from JEA agreed on the issue as well. So per instruction, I sent all documents in early July. But since then no response.